Analisis Kualitas Pelayanan Terhadap Kepuasan Penumpang di Terminal Keberangkatan Bandar Udara Abdulrachman Saleh Malang

Wijanarko, Diansa (2018) Analisis Kualitas Pelayanan Terhadap Kepuasan Penumpang di Terminal Keberangkatan Bandar Udara Abdulrachman Saleh Malang. Sarjana thesis, Universitas Brawijaya.

Abstract

Bandar Udara Abdulrachman Saleh Malang terletak di Kecamatan Pakis, Kabupaten Malang berjarak 17 Km dari pusat Kota Malang. Bandar Udara ini dikelola oleh pemerintah daerah provinsi Jawa Timur. Jumlah penumpang di terminal keberangkatan lima tahun terakhir mengalami peningkatan. Apabila kualitas pelayanan tidak ditingkatkan, maka akan berdampak pada kepuasan penumpang. Berdasarkan hasil penyebaran kuesioner terbuka dan melakukan wawancara dengan penumpang didapatkan beberapa keluhan terhadap pelayanan di terminal keberangkatan. Sehingga perlu diketahui tingkat kepuasan penumpang terhadap kualitas pelayanan, atribut kualitas pelayanan yang memiliki gap negatif terbesar, rekomendasi yang bisa diberikan dalam perbaikan kualitas pelayanan di terminal keberangkatan Bandar Udara Abdulrachman Saleh Malang. Analisis yang digunakan dalam penelitian ini adalah analisis Gap dan Importance Performance Analysis (IPA). Analisis Gap digunakan untuk mengetahui kesenjangan antara kinerja dan harapan penumpang, sehingga diperoleh kesenjangan dari masingmasing atribut dan dimensi kualitas. Setelah diketahui nilai Gap, maka dilanjutkan analisis menggunakan IPA untuk mengetahui atribut yang memiliki kinerja rendah dan harapannya tinggi. Selanjutnya dilakukan analisis menggunakan fishbone diagram. Fishbone diagram bertujuan untuk mencari akar permasalahan dari masing-masing atribut yang memiliki kinerja rendah dan harapannya tinggi sehingga dapat diberikan rekomendasi yang sesuai. Berdasarkan analisis dengan menggunakan IPA, atribut yang terdapat pada kuadran 1 adalah penyampaian informasi dalam bentuk audio di lantai 1 yang informatif (B5), papan petunjuk fasilitas di lantai 1 yang informatif (B7), area toilet di lantai 1 yang bersih (B9), kondisi suhu di ruang tunggu keberangkatan (B13), area toilet di lantai 2 yang bersih (B19), kondisi akses internet/wifi gratis di ruang tunggu keberangkatan (B25), sistem check-in bebas kesalahan (K3). Rekomendasi yang menjadi prioritas perbaikan adalah menambahkan bahasa Jawa Halus saat memberikan informasi dalam bentuk audio, mengganti pengumuman suara (voice announcement) dengan running text pada lokasilokasi penting, menambahkan papan utama petunjuk dan peta/denah fasilitas, menyediakan perangkat keras PC tablet sebagai perangkat penilaian layanan toilet di lantai 1 dan 2, penambahan 1 petugas kebersihan di lantai 1, memberikan pelatihan khusus kepada petugas kelistrikan guna mengontrol kondisi Air Conditioner (AC), menambahkan lapisan pada kaca dinding pembatas ruang tunggu sebelah utara dan selatan, memberikan penugasan khusus kepada petugas Avian Security untuk mengontrol kondisi wifi, mengganti cara log in wifi ruang tunggu dengan nama maskapai masing-masing penumpang, memberikan pelayanan pengaduan pengguna jasa Bandar Udara, melakukan kalibrasi timbangan setiap hari.

English Abstract

Abdulrachman Saleh Airport Malang, located in District Pakis, Malang Regency which is 17 Km from the center of Malang City, is an airport managed by the East Java provincial government. The number of passengers who went through the departure terminal for the last five years always increases. If the quality of service is not improved, it will impact on passenger satisfaction. Based on the result of open questionnaires and interviews with passengers, some complaints werefore about the service at the departure terminal. Therefore it important to know the passenger satisfaction’s rate on the quality of service, service quality attributes that have the biggest negative gap, and also recommendations that can be given in service quality improvement at departure terminal Abdulrachman Saleh Airport Malang. The analysis used in this research is Gap Analysis and Importance Performance Analysis (IPA). Gap Analysis used to discover the gap between performance and passengers’ expectation, so the gap from each Attributes can be obtained. After the gap’s value discovered, then the analysis is continued using IPA to know which attributes that have low performance and high expectations. Further analysis was done using fishbone diagram. Fishbone diagram aims to find the root cause of each attribute that has low performance and high expectations so that it can be given appropriate recommendations. Based on analysis using IPA, Attribute in quadrant 1 is informative audio information on the 1st floor (B5), informative instruction boards on the 1st floor (B7), clean toilet area on 1st floor (B9), temperature condition in departure lounge (B13), clean toilet area on the 2nd floor (B19), free internet /wifi access condition in the departure lounge (B25), errorfree check-in system (K3). The priority recommendation for improvement is to add the Formal-Java language when giving audio information, changing the voice announcement with running text on important locations, adding main instructions and map / facility layout board, providing the tablet PC as a toilet service assessment tool on the 1st and 2nd floor, the addition of 1 janitor on the 1st floor, providing special training for electrical officers in order to control the condition of Air Conditioner (AC), adding layers of wall glasses to the north and south waiting room, assigning a special assignment to the Avian Security officer to control the wifi condition, changing the procedure to logging in to the wifi in the waiting room with the name of each airline passengers, provide complaints service for airport users, and also performing the scales calibration every day.

Other obstract

-

Item Type: Thesis (Sarjana)
Identification Number: SKR/FT/2018/804/051808323
Uncontrolled Keywords: Importance Performance Analysis, Kepuasan Penumpang, Kualitas Pelayanan. Importance Performance Analysis, Passenger Satisfaction, Service Quality
Subjects: 300 Social sciences > 352 General considerations of public administration > 352.6 Personnel management (Human resource management) > 352.63 Civil service system
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Budi Wahyono Wahyono
Date Deposited: 08 Oct 2018 02:45
Last Modified: 31 Dec 2021 03:42
URI: http://repository.ub.ac.id/id/eprint/12429
[thumbnail of COVER.pdf] Text
COVER.pdf

Download (245kB)
[thumbnail of LAMPIRAN 1.pdf] Text
LAMPIRAN 1.pdf

Download (352kB)
[thumbnail of LAMPIRAN 2.pdf] Text
LAMPIRAN 2.pdf

Download (1MB)
[thumbnail of Diansa Wijanarko.pdf] Text
Diansa Wijanarko.pdf

Download (3MB)
[thumbnail of DAFTAR PUSTAKA.pdf] Text
DAFTAR PUSTAKA.pdf

Download (159kB)
[thumbnail of KELENGKAPAN.pdf] Text
KELENGKAPAN.pdf

Download (185kB)
[thumbnail of LEMBAR ORISINALITAS.pdf] Text
LEMBAR ORISINALITAS.pdf

Download (537kB)
[thumbnail of 1.pdf] Text
1.pdf

Download (1MB)
[thumbnail of LEMBAR PENGESAHAN.PDF] Other
LEMBAR PENGESAHAN.PDF

Download (121kB)
[thumbnail of BAB II.pdf] Text
BAB II.pdf

Download (454kB)
[thumbnail of BAB III.pdf] Text
BAB III.pdf

Download (100kB)
[thumbnail of BAB 1.pdf] Text
BAB 1.pdf

Download (173kB)
[thumbnail of BAB IV.pdf] Text
BAB IV.pdf

Download (618kB)
[thumbnail of BAB V.pdf] Text
BAB V.pdf

Download (87kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (16kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (7kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (2kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (31kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (12kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (4kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (19kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (8kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (3kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (23kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (9kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (2kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (32kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (12kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (4kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (34kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (13kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (4kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (33kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (12kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (4kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (50kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (20kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (7kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (26kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (10kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (4kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from other to thumbnail_lightbox] Other (Thumbnails conversion from other to thumbnail_lightbox)
lightbox.jpg

Download (23kB)
[thumbnail of Thumbnails conversion from other to thumbnail_preview] Other (Thumbnails conversion from other to thumbnail_preview)
preview.jpg

Download (11kB)
[thumbnail of Thumbnails conversion from other to thumbnail_medium] Other (Thumbnails conversion from other to thumbnail_medium)
medium.jpg

Download (3kB)
[thumbnail of Thumbnails conversion from other to thumbnail_small] Other (Thumbnails conversion from other to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (33kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (13kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (4kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (33kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (12kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (4kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (32kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (12kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (4kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)
[thumbnail of Thumbnails conversion from text to thumbnail_lightbox] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg

Download (14kB)
[thumbnail of Thumbnails conversion from text to thumbnail_preview] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg

Download (6kB)
[thumbnail of Thumbnails conversion from text to thumbnail_medium] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg

Download (3kB)
[thumbnail of Thumbnails conversion from text to thumbnail_small] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg

Download (1kB)

Actions (login required)

View Item View Item